Support Tier 1 at The Judge Group Inc. in Los Angeles, California

Job Description:

Location: REMOTE

Salary: $20.00 USD Hourly - $22.00 USD Hourly

Description: Our client is currently seeking a Support Tier 1 to provide first-level end-user support and incident diagnosis for their applications, endpoints, and infrastructure. Acts as a single point of contact between the end-user and other IT resources. This position also documents incoming interactions and their resolutions and manages ticket routing and incident resolution with other IT resources.


This job will have the following responsibilities:

• Responds to incoming interactions initiated via phone.


• Fulfills incoming service requests.


• Diagnoses and troubleshoots incidents with endpoint hardware, enterprise applications, locally installed software, and other industry standard technologies.


• Uses the IT Service Management tool to accurately document all incoming Interactions and resolutions.


• Appropriately escalates incidents as required and monitors resolution progress until the incident is resolved to the caller's satisfaction.


• Keeps IT Service Desk team and management informed of any new support issues in a clear and timely manner.


• Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to, the IT Service Management tool, external knowledge bases, software manuals, and via collaboration with other team members.


• Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes.


• Performs other job-related duties as assigned or apparent.

Qualifications & Requirements:

• High School Diploma or G.E.D.


• Experience with supporting and troubleshooting modern IT endpoint hardware technologies and software products.


• Ability to communicate technical information to non-technical users.

By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.



Contact: rhartmann@judge.com


This job and many more are available through The Judge Group. Find us on the web at www.judge.com Apply Now